Senior Technical Account Manager - Partner Portfolio, Acquirer Solutions
- Foster City, CA, USA
Position Location: Foster City, CA or Bellevue, WA
As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.
At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.
You're an Individual. We're the team for you. Together, let's transform the way the world pays.
Partner Portfolio Managers (PPMs) are the main technical liaisons for CyberSource’s Partner’s strategic relationships. We are currently looking for a Sr. PPM for CyberSource Client Services to manage a small portfolio (5-10) of high value, strategic relationships in coordination with Visa’s highest value, strategic partners. This individual will be responsible for engaging our partners and their clients on consumption of CyberSource products, solutions and services, providing operational guidance and issue management. The individual will have a vital role in ensuring that strategic client integrations are functioning optimally. The individual, in coordination with Partner Enablement, Global Services, and Partner Success organizations in fostering the relationships with our shared partner clients, and will play a key primary role in providing best-in-class client support by providing subject matter expertise, supplemental operational reviews, user trainings, best practices for product usage, and issue support during escalations.
- 4 years of work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD degree
- 7-10 years of work experience with a Bachelors Degree or 6 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 years of experience with a PhD. UR Only: MBA/ PhD degree without experience.
A track record of a strong customer focus. 8+ years of experience in a Customer Support/Account Management role is strongly preferred.
Comprehensive understanding of the CyberSource solutions within a Reseller Partner model is required.
Strong understanding of technical concepts, programming languages (REST, Java, C/C++, Perl, etc.), and markup languages (HTML, XML).
3+ years of payment industry experience is strongly preferred.
Must have the ability to skillfully prioritize and manage concurrent projects and issues.
Ability to articulate complex topics to variable audiences is required.
Card-not-present, card present, PCI, and risk mitigation methodology experiences are strongly preferred.
Excellent written and verbal communication skills.
Experience in working with cross-functional/cross-department teams.
Experience in project management is preferred.
A self-starter with strong organization skills and resolution management.
Act as primary technical point of contact for strategic value merchant customers with Visa partners, addressing any technical challenges or payment questions that may arise.
Manage escalations CyberSource platform and product issues until have been resolved.
Provide as-needed consultative guidance to clients for best practices and ongoing support of strategic value clients.
Educate clients, in coordination with Visa partners, on how new CyberSource products and functionalities may contribute to their business models.
Advocate product enhancement requests with our cross-functional teams.
Lead supplemental product trainings and merchant business reviews as needed.
Build deep product knowledge in CyberSource products and services.
Collaborate with our partner stakeholder teams to build relationships with client technical and business contact.
Engage in face to face meetings as needed to support CyberSource product services
Coordinate with the Partner Enablement and larger Client Services team on shared initiatives/product matters.
This position requires the incumbent to travel for work 15% of the time.
This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers, reach with hands and arms, and bend or lift up to 25 pounds.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.